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Night Shift Return Authorisation

Night Shift Return Authorisation Request Procedure

Most Night Shift issues can be resolved making sure that the firmware updated. There are also simple steps to make sure that the device is functioning correctly.

Before obtaining Service Return Authorisation please go through the following steps:

Step 1: Have you updated the firmware?

If not plug the device into the usb port and opened the Night Shift Portal. You will be Prompted to update the firmware if necessary. – Go to step 2 Upgrade Night Shift Firmware

Step 2: Is the neck strap faulty?The neck strap has a 6 month warranty. If it is older please purchase a replacement neck strap, if not click on the “Obtain RA Button” at the bottom of this page and attach a copy of the customer receipt.

Step 3: When switched on does the night shift continually vibrate along with the yellow led flashing?

If Yes , the Battery is flat. Please charge for 6 hours from a wall charger or until the solid green LED switches off. (A solid green LED means that the device battery is charging, when it switches off the battery is fully charged). If you don’t believe the Night shift is charging please try another chord and charging from a wall outlet before obtaining RA.

Step 4: When switched on does the night shift vibrate 3 times?

(Three vibrations indicate that the battery is fully charged. A fully charged battery will provide enough power for three nights use).If the device does not vibrate 3 times, please charge for 6 hours from a wall charger or until the solid green LED switches off. (A solid green LED means that the device battery is charging, when it switches off the battery is fully charged.) If the device still does not vibrate when powered on please hold down on/off switch for 7 seconds to power the device on and place in test mode. Place the Night Shift an a flat surface label down and wait for 1 minute to see if the device begins to vibrate. If it does not click on the “Obtain Service Return Authorisation Button” at the bottom of this page.

Step 5: The customer is suggesting that the device is not vibrating through the night?

Hold the power button for 7 seconds and let go. A fully charged device will vibrate 3 times. Place the Night Shift an a flat surface label down and wait for 1 minute. If the device starts to vibrate it appears motor 1 is working. Allow the vibrations to increase in intensity for 2 minutes to check motor 2 is also working. If it does not vibrate or the vibrations do not increase in intensity Click the Obtain Service Returns Authorisation button at the bottom of this page and upload the customers night shift report to help us verify the issue.. (You can also see if the device is vibrating correctly by checking the detailed summary report on the portal. If the user is spending prolonged periods in the supine position, this could indicate a motor replacement is needed).

Step 6: The customer is suggesting that the device will not hold charge?

It is very rare there is an issue with the battery. Often patients will accidentally turn the device on after a night’s use and leave the device on for the day. When they return they believe the battery has lost charge. This will be visible in the detail reports. Another reason a battery may not be holding charge is the patient is lying in the supine position for prolonged periods of time, which will cause the device to vibrate continuously and run the battery dead. This will be visible in the detailed summary report. There will be a prolonged time where the patient is lying on their back, immediately followed by the device turning itself off. This could be due to a motor issue, as in Step 5, or the patient is not responding to the device due to consuming alcohol before bed, heavy medication or the device may not be the right fit for them. If the device is not vibrating, as in the previous step, please “Obtain Service Return Authorisation Button” at the bottom of this page and upload the customers night shift report to help us verify the issue.

Step 7: There is something else that is not covered in this procedure.